Director of Command Center Software (Operations and Renewals)

Motorola Solutions•Chicago, IL

About The Position

The Command Center Software (CCSW) Operations & Renewals department is a mission-critical operational unit responsible for securing and growing the recurring revenue engine across our public safety software ecosystem. Managing a diverse portfolio that spans the entire incident lifecycle—from emergency 9-1-1 call handling and computer-aided dispatch (CAD) to digital evidence management—this department ensures that life-saving agencies remain continuously supported, compliant, and equipped with the latest technology. As the Director of Command Center Software Operations & Renewals, you will lead the strategic evolution and execution of the renewal motion for our Command Center Software (CCSW) ecosystem. This mission-critical suite manages the entire incident lifecycle, from 9-1-1 call handling to digital evidence filing. In this leadership role, you will merge operational excellence with data-driven strategy to achieve significant financial targets. You will be responsible for framing and parsing complex data sets, driving major process and data transformation initiatives, and managing the end-to-end contract lifecycle across both direct and channel partner relationships.

Requirements

Bachelor’s Degree with 10+ years of experience in Sales, Operations, Renewals, or Customer Success. OR 12+ years of experience in Sales, Operations, Renewals, or Customer Success
5+ years of leadership experience
Proven track record managing high-volume SaaS subscriptions and complex recurring revenue models.
Advanced experience with Salesforce, Tableau, and Business Intelligence tools.
Expert ability to "frame and parse" data from complex landscapes involving multiple disparate databases (e.g., 4+ contract and sales databases).
Deep familiarity with Public Safety software (e.g., CAD, 9-1-1 Call Handling, Records, or Jail Management).
Extensive experience managing direct and channel sales renewals, specifically driving growth through sales enablement and go-to-market planning.
Exceptional ability to distill complex information across all organizational levels, from frontline staff to executive leadership.

Responsibilities

Manage and oversee a high-performing organization of 30+ employees, including 5+ frontline managers.
Finalize the Renewal Job Family Recommendation and team structure (headcount model & playbook) for Mobile Video.
Conduct quarterly team trainings to enhance product knowledge and advanced renewal strategies.
Execute top-performer leadership advocacy.
Act as the primary liaison for the department, translating complex operational data into clear, pertinent updates for stakeholders at multiple organizational levels.
Drive the renewal motion(s) with end-to-end execution for core Lines of Business (LOB), including Callyo, CSR, Cyber Enterprise, Rave, ECH, Smart apps, and RapidDeploy.
Provide visibility and tracking for broader CCSW LOBs, including Aware, Evidence, Flex, PremierOne, 10-21, Drones (CAPE), Brinc, Cyber - Software MDR, and Cyber - Lunarline.
Act as a solution specialist, partnering with sales teams to identify expansion opportunities during the renewal cycle.
Operates with full autonomy to identify systemic challenges, architecting solutions that align with the broader CCSW mission.
Continuously evaluate and improve internal workflows and tools.
Drive the Contract Cleanup Data Strategy to decrease expired contracts.
Formalize and implement "Expired Non-Support" processes for direct and channel partners.
Manage the end-to-end contract lifecycle alongside internal stakeholders and channel partners to ensure accuracy and consistency.
Publish quarterly Executive Renewal Dashboards providing actionable insights to the C-suite, along with a quarterly churn report for the CCSW portfolio.
Oversee the migration of all Command Center Software LOBs to Salesforce for renewal data, creating time-bound, monthly milestones.
Roll out an automated renewal forecast model/file for real-time tracking